Identificeer de status van de Context Service in UCCX

Inleiding

In dit artikel wordt beschreven hoe de status van Context Service (CS) en mogelijke opties kunnen worden geïdentificeerd om de status van CS-componenten in Unified Contact Center Express (UCCX) en SocialMiner (SM) te controleren.

Bijgedragen door Jayant Suneja, Cisco Engineering en Derek Johnson, Cisco TAC Engineer.

Voorwaarden

Vereisten

Cisco raadt kennis van de volgende onderwerpen aan:

• UCCX-beheer
• Maatschappelijk bestuur
• Context

Gebruikte componenten

De informatie in dit document is gebaseerd op deze softwareversies:

• UCCX 11.6
• SocialMiner 11.6

Opmerking: SocialMiner is een optioneel component en niet vereist voor de Dienst van de Context.

De informatie in dit document is gebaseerd op de apparaten in een specifieke laboratoriumomgeving. Alle apparaten die in dit document worden beschreven, hadden een opgeschoonde (standaard)configuratie. Als uw netwerk levend is, zorg er dan voor dat u de mogelijke impact van om het even welke opdracht begrijpt.

Achtergrondinformatie

Context Service slaat klantgegevens op in de cloud en laat agents op de UCCX-oplossing in staat zijn gegevens uit de cloud op te slaan en te gebruiken. 

Servicestatus van context

Servicestatus van context tijdens service

De status van CS is beschikbaar op de Unified CCX Service pagina. Selecteer eerst Gereedschappen en vervolgens de Servicestatus van de Context.

In deze tabel worden verschillende waarden weergegeven in de interface Context Service status:

De status No Connectivity wordt getoond wanneer geen proxy is ingesteld, een onjuiste proxy wordt ingesteld of er is geen internetconnectiviteit van het UCCX-systeem. UCS vereist dat UCCX een openbare internetverbinding heeft. Dit beeld toont een voorbeeldstatus wanneer het UCCX-systeem geen externe connectiviteit heeft:

Na het configureren van een http proxy verandert de status van alle componenten om te registreren, wat aangeeft dat het systeem nu correct samengestelde externe connectiviteit heeft van UCCX. In deze afbeelding wordt de status van het systeem weergegeven wanneer de openbare internetverbinding beschikbaar is:

Selecteer Registreren op de pagina Fins-beheer en registreer het CSU. Deze afbeelding laat zien dat de staat en de status veranderd zijn in geregistreerd en online:

Servicestatus van API

Om een gedetailleerde samenvatting van de status van elke CS-component te krijgen, biedt UCCX 11.6 een Java-toepassingsprogrammeerinterface (API). Deze API beroept zich op de getstatus-methode van de connector om een JSON-reactie (JavaScript Objectnotatie) terug te geven die details van elke component geeft. Klik op de optie Exporteren op de CSV-pagina en download het JSON-antwoordbestand. Deze afbeelding toont de locatie van de optie Exporteren:

Hier is een voorbeeld dat JSON respons geeft voor de UCCX component als CS OFFLINE is:

UCCX:uccx116j1.cisco.com = {"status":{"overallStatus":"OFFLINE","successfulUpgradeCount":0,"failureUpgradeCount":0},
"config":{"staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.3-10673","state":"UNREGISTERED"},
"services":[{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"NOT_REACHABLE","latency":0}}],
"timeStamp":"2017-08-07T06:19:32.500Z"}

In deze tabel worden de mogelijke waarden weergegeven in de velden van JSON-antwoorden:

Dit is een voorbeelduitvoer van JSON wanneer alle componenten worden geregistreerd en een status van ONLINE hebben. Deze steekproef kan ter vergelijking worden gebruikt wanneer er een probleem is waar CS een ongeldige status toont:

FMC:uccx116j1.cisco.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http://proxy-wsa.esl.cisco.com:80","type":"cs_mgmt","state":"REGISTERED"},"services":[{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:31.942","ping":{"status":"200","latency":2031}}],"timeStamp":"2017-08-07T16:54:54.118Z"}

UCCX:uccx116j1.cisco.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http://proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"4750a37e-2a5a-4825-a301-30252c100288","clusterName":"ccx-context-15DBD8FE18B"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1196},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:46.016","ping":{"status":"200","latency":1059}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":1092}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1185}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1180}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1170}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1214}}],"timeStamp":"2017-08-07T16:55:01.528Z"}

UCCX:uccx116j2.cisco.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http://proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"4750a37e-2a5a-4825-a301-30252c100288","clusterName":"ccx-context-15DBD8FE18B"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1290},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:50.224","ping":{"status":"200","latency":1121}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":1067}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1168}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1225}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1230}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1166}}],"timeStamp":"2017-08-07T16:55:01.582Z"}

SocialMiner:sm116.aru.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http://proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"4750a37e-2a5a-4825-a301-30252c100288","clusterName":"ccx-context-15DBD8FE18B"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1254},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:39.628","ping":{"status":"200","latency":1127}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":1028}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1175}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1174}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1128}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1179}}],"timeStamp":"2017-08-07T16:55:01.589Z"}

Finesse:uccx116j1.cisco.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http:\/\/proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"4750a37e-2a5a-4825-a301-30252c100288","clusterName":"ccx-context-15DBD8FE18B"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1123},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:52.328","ping":{"status":"200","latency":1149}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":1085}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1168}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1181}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1171}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1136}}],"timeStamp":"2017-08-07T16:55:02.099Z"}

Finesse:uccx116j2.cisco.com = {"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"d86a8f22-c918-4648-9a07-5fe55728b990","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http:\/\/proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"4750a37e-2a5a-4825-a301-30252c100288","clusterName":"ccx-context-15DBD8FE18B"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1196},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-07 22:24:51.027","ping":{"status":"200","latency":1210}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":1032}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1168}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1189}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1207}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1251}}],"timeStamp":"2017-08-07T16:55:02.457Z"}

Deze JSON-uitvoer is wanneer de connector wordt geïnitialiseerd en bevat deze informatie:

• Totale status (momenteel bepaald op basis van de verbindingsstatus)
• De statische en extensie (Software Development Kit) SDK-versie
• Connectortype met de huidige status
• Huidige beveiligde kanaalstaat (actief, niet geïnitialiseerd, fout), indien beschikbaar
• Upgradeteller
• Upgradestatus
• Laatste stempel voor HeartBeat
• Service-URL
• Proxy-informatie als een proxy is geconfigureerd
• Configuratieobject indien beschikbaar
• Connectiviteit met diverse kerndiensten

Servicestatus van context in SocialMiner

Een API is geïntroduceerd in SocialMiner (SM) 11.6 dat de status van de Integratie van de Context Service met SM bepaalt. Gebruik een browser om naar deze locatie op uw SocialMiner server te navigeren: <SM-IP>:<port>/ccp-webapp/cp/service/contextServiceStatus

Dit is een voorbeeldproductie van SocialMiner nadat CS is geregistreerd: 

{"status":{"overallStatus":"ONLINE","successfulUpgradeCount":1,"failureUpgradeCount":0},"config":{"appType":"ccx","orgId":"4a6ac8c5-66f5-42b9-8245-7af90eeac12c","uuid":"0ff304fa-7ce6-470d-9fcb-f83266a06f35","staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10710","proxy":"http://proxy-wsa.esl.cisco.com:80","enabledFeatures":[{"name":"KMS_ENCRYPTION_KEY"}],"type":"cs_context","state":"REGISTERED","labMode":false,"requestTimeout":5000,"tcpTimeout":10000,"maxRetries":1,"cluster":{"clusterId":"065cce61-79de-4173-87f3-fd6fff30da11","clusterName":"ccx-context-15DC0905FC4"}},"services":[{"name":"kms","url":"encryption-a.wbx2.com","ping":{"status":"200","latency":1132},"state":"INITIALIZED"},{"name":"fms","url":"hercules-a.wbx2.com","lastSuccessfulHeartBeatTime":"2017-08-10 13:40:36.905","ping":{"status":"200","latency":1236}},{"name":"ci","url":"idbroker.webex.com","ping":{"status":"200","latency":975}},{"name":"context","url":"context-service.produs1.ciscoccservice.com","ping":{"status":"200","latency":1273}},{"name":"dictionary","url":"dictionary.produs1.ciscoccservice.com","ping":{"status":"200","latency":1228}},{"name":"ccfs","url":"ccfs.ciscoccservice.com","ping":{"status":"200","latency":1500}},{"name":"discovery","url":"discovery1.produs.ciscoccservice.com","ping":{"status":"200","latency":1191}}],"timeStamp":"2017-08-10T08:10:43.983Z"}

Als de Context Service geregistreerd is en SM de verbinding met geldige eigenschappen kan aantonen, bevat de respons voor deze API eigenschap "generalStatus" met waarde "ONLINE".

Als de Context Service niet is ingeschakeld of SM geen verbinding heeft gemaakt, heeft de eigenschap globalStatus andere waarden dan ONLINE.

Dit is een voorbeeldreactie wanneer CS niet geregistreerd is voor SM:

{"status":{"overallStatus":"OFFLINE","successfulUpgradeCount":2,"failureUpgradeCount":0},"config":{"staticSdkVersion":"2.0.3","extensionSdkVersion":"2.0.4-10712","proxy":"http://proxy-wsa.esl.cisco.com:80","state":"STOPPED"},"services":[],"timeStamp":"2017-08-11T06:11:38.086Z"}

Dit besluit de stappen om de status van de Context Service te identificeren.